Summary, 26-August

Service Encounters Triads
• Most services are characterized by an encounter between a service provider and customer
• This interaction, which defines the quality of the services in the minds of the customer, has been called a “moment of truth”.

The Service Triangle

• Situational Vignette: Discussion on Case study of Washing Machine(Whirlpool)

Satisfaction Mirror

Service Location

• Location plays a crucial role in any service, in attracting the customers and achieving service delivery parameters.

1) Catchment Profiling

2) Target group and catchment profiling always has a connotation
3) Infrastructural issues in India
4) Rank the location

BY

Sridhar Reddy Y – 193